Poor internal processes relating to cancellations and refunds

Called Miway to cancel my policy on 22 August and this cancellation was processed. I was told the debit order had been sent to the bank already and that I would receive a refund within two days of the amount clearing in Miways account. Amount was deducted as agreed but the refund was not processed at all Consultant tells me that I had to call to ask for this refund but what type of internal processes require a client to remind people of what their work is It is more than 10 days past due and the refund is only processed because I called in Will I ever receive interest for the money they took for no service rendered?Is it my job as a client to get two departments to communicate ? I had a bad experience with Miway before where they took money for a car I had not taken possession of ,I do not know why I approached them again this time Rest assured that all of my family members,social media contacts,collegues and friends will hear about this and whenever I hear of someone wanting to join Miway I will make sure that they hear these stories before they make any decision A company as big as Miway should know that a customer is not just a number,which is the sense that your consultant gave to me when she said she deals with a lot of clients and that I have to send her reminders to ensure that she processes things - Pathetic actually